Our client has ePrint and it is setup to always print to .pdf . In only one workstation, the printouts go to the default printer instead of the AdagioPDF driver and the program freezes.

Does anybody had this issue happening before?

Funny, about half an hour ago a client showed me exactly the same problem, except the program doesn't freeze.

They are using OE 8.1F (150227).

They asked me to troubleshoot it tomorrow, but I don't know where to begin.

Steve

Our client just upgraded from OE 8.1F to OE 9.2A as well as ePrint 9.2A.
I removed the AdagioPDF printer and reinstalled it. It didn't change anything.

Do all printouts go to the default printer? Have you checked File | Workstation options on that printer to verify that no specific printer is chosen?

Since you say that the user always printer to PDF, I'm assuming that File | User preferences is set to "Paperless reports" and that the ePrint button you mention is actually the "Print" button on the Dialog.

OK, it's even stranger...

My client is using OE 8.1F (150227) and EP 9.0A (150326). They have 10 workstations and 2 datasets. All workstations present the same symptoms. However, for one dataset it prints to the default printer and is not written to a PDF, whereas for the second dataset it prints to the default printer and is ALSO written to a PDF!

The company profile settings under the Reports tab in OrderEntry for the two datasets are identical. Force paperless reports is not enabled; they are clicking on the EP icon, not the Print button.

Under OrderEntry | File | Workstation Options, a specific printer has been selected for all forms, and interestingly it is NOT the printer that the forms are actually getting printed to - that setting is being ignored and the output is going to the default (local) printer. Of course, it shouldn't be printing at all!

Nothing has changed in the environment in a long time, no new workstations/servers, no software upgrades, etc. It just started happening all of a sudden.

Steve

I haven't been able to check if this the problem with our client but there is this issue with a Windows update going on:

http://sagecity.na.sage.com/support_comm...-businessvision

I uninstalled the Windows update kb:3102429, restarted the computer and it did not solve the issue.

According with this thread on sap community, the issue was not solved by only rolling back the update KB 3102429. Some of the fonts have been replaced by other updates. Please check the postings starting Dec 1. Hopefully, someone at Softrak can identify which fonts we need to replace?

http://scn.sap.com/thread/3828300

We First had this issue in June 2015 - See my post from 6/30/15.
We have 2 workstations that appear to identical yet one works properly and one has the issue as described.
From the client perspective, it makes ePrint pretty much useless.
Hopefully there will be a resolution.

Hi Bill,

We asked some questions on the June 2015 question that were not answered.

Also:
On the workstation with a problem, open the Windows Control Panel and locate the AdagioPDF driver, assuming it installed correctly. Right-click and choose Printing Preferences, then open the Profiles tab. There should only ever be a 'Default Profile' listed and marked as Active. If there are any other profiles here, they should be deleted.

What is the file date and version of the SSIPDF.DLL file in the \Softrak\System directory? The latest one is version 1.0.1.8 and a date of Nov 19, 2015.

What is the version of Adagio ePrint? Since June, we released version 9.2A. And installing ePrint really just awakens features and settings within a supported Adagio program, so

Does the problem happen for printing both reports and forms using the ePrint button, or just one of these?

Are Favorite Reports used for printing reports to ePrint, as the printer destination is saved with the Favorite settings. These are saved by data set, which might affect something to occur differently from one data set to another. It might be interesting to 'Restore' the report options from within User Preferences and the Reports tab, for just the user ID having a problem, in case something is incorrectly saved for ePrint report options.

There is something different between the workstations, perhaps in saved information in a place not usually looked at, such as the Registry, to cause different behaviour.

I tried what was suggested in this post.
Our client has ePRint 20150919
The SSIPDF.DLL file is from Sept 15 (1.0.1.6)
The Adagio printer had multiple profiles. I deleted all by the default one and set to active.
Once I printed another report, the active profile was a new one and the default was not active anymore.

The user doesn't use Favorite Reports but I still reset all the report options.

I couldn't get info from the registry of another workstation. .

What version is bringing the updated SSIPDF.DLL file ?

Hi Patricia,

SSIPDF.DLL controls the PDF form viewing rather than printing reports with the AdagioPDF printer driver. Just so we don't go down an alternate path. It was mentioned only because it is possible to print from the form viewing - but your client is printing reports. To answer this question, the version 1.0.1.8 DLL is dated Nov 2015, so upgrades after then will install it; for example, the most recent OrderEntry 92A, or JobCost 92A. Adagio ePrint 9.2A was released in Sept 2015 and thus does not install the latest SSIPDF.

Apart from something crashing on a workstation while printing a report, I don't know why Profiles do not get cleared after printing with the AdagioPDF driver. Which report was referenced on the Profile? Can you replicate the same behaviour in your office? If this is something that cannot be replicated in other environments, the issue may be particular to your client's workstation and how it is set up or in conjunction with something else they are running.

I'm letting Patricia take the lead on this thread, but the client I refer to up above is still experiencing the same problems that Patricia's client is experiencing.

So, it's definitely not "unique".

Steve

I am responding to the questions asked from the previous post.

I checked the profiles of the Adagio PDF Driver on the problem WS. There was more than just the default profile. The profiles from previous attempted ePrint were present. I manually deleted these and attempted to ePrint another report - the result was the same. The report went directly to the printer and Adagio froze.
The profile of the attempted print was listed in the Adagio PDF Driver. Not sure if this is not cleared because the report didn't complete or if there is another reason.
This is the same result as Patricia's.
On another WS the ePrint worked correctly for the same report and the only profile in the listing was the default.

The SSIPF.DLL version is 1.0.1.6 dated Sept 15 2015

Adagio ePrint version 9.2A 150918

ePrint does work with forms but not reports.

Favorite reports are not used for printing, however I did 'Restore' the report option just in case.
Problem still there.

Thank you Bill and Patricia. It's helpful to get confirmation from multiple references, when we are not able to replicate a problem, to identify what a problem might be and what this issue is not.

I asked about the SSIPDF.DLL version in case someone was attempting to print a form from the PDF Viewer. Since the issue is strictly the report printing, then the SSIPDF.DLL file is not involved and we don't have to follow that branch anymore. Nor the version of Adagio ePrint.

That other workstations have no problem, and one (or more) workstations do, then that information leads to something particular on the workstation interfering with the process of (e)printing reports, that exists on that workstation and not the others. I would say that you have confirmed my thought that the AdagioPDF printer driver Profile not getting cleared is due to the report not completing successfully, and does get cleared upon successful ePrinting.

Bill: For the workstation having a problem, does this share the same (network) printers as other workstations, or is it a locally attached printer, with different default printer drivers installed than other workstations?

To the best of your knowledge, do all reports have this problem? Or just some? What about say a company profile report?

You may be aware of a couple of other threads on the support forum where specific reports are printing to an expected tray, such as AR batch listing reports, depending on the type of printer in use. I'm curious if what you are seeing is a different symptom where ePrintng specific reports is still reading the saved printer name from the Crystal RPT file, rejecting what it finds, and trying to print when it should be generating a PDF. My suspicion is that all reports will exhibit the same behaviour, but I thought this was worth mentioning.
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Because there are multiple determinations of this, there is something happening. But since this is very likely to be environment/workstation/printer related, it may prove to be difficult to track down, especially if we are unable to replicate a problem.

A clean uninstall of the AdagioPDF nova printer driver, program and registry did not make the trick either but I finally made it work.

There was no issue printing using the Administrator user.

Therefore, the issue was in the user profile. It might be a temp file or something else in the registry.
Changed the default printer (In our case, the user was the only one having this printer as default printer (RICOH Aficio MP C3001 PCL 5c) and run Adagio with Run as Administrator. Printed a report to .PDF. I thought, this works because it is using the Administrator profile and that profile doesn't have the printer driver installed. However, when I tried again without Run as Administrator, it sent the report to .PDF. We put back the default printer, and still works.

Using Run as Administrator with the user profile might have deleted whatever was causing the issue.

This site was recently upgraded. For the ones that suddenly stopped working; more likely the reason was a windows update or the antivirus update.

Thank you for your investigation, Patricia. It's helpful to know that the Windows User Profile configuration could play a role in causing adagio functions to fail.

Hi,

After reading Patricia's post from Jan. 16, I created a new Windows user profile for the user having the issue. \Prior to creating the new profile I logged on that workstation using another users profile and ePrint functioned correctly.

Problem solved. Thanks Patricia.
Have no idea what happened to the previous profile that had been working.

Bill